CUSTOMER
SUCCESS

A STEP BEYOND CUSTOMER SATISFACTION

OUR GOAL: 100% CLIENT SUCCESS

HOW WE DO IT

Our approach is simple, but powerful: we begin by collaborating with you to define your goals, based on your business needs — then build the plan to get you there. It’s the first part of a four-step process we call our Client Success Blueprint.

STEP 1: ESTABLISH BUSINESS SUCCESS METRICS

First, we work together to define goals that will deliver measurable business impact. We then document the metrics by which we’ll continually measure our progress against these goals.

STEP 2: DEVELOP A WORK PLAN

Working from the goals and defined metrics, we then build a work plan that defines the projects and necessary steps to achieve business impact. This includes critical milestones we track closely for each success call, designed as an executive check-in.

STEP 3: HOLD REGULAR SUCCESS CALLS

Bi-annual Client Success calls with your OneSCM Executive Sponsor are at the heart of our program. As part of the call we ask, “Are you successful?” We then set our targets for the next six months, ensuring we stay on track as your business needs evolve and change.

HOLD US TO A HIGHER STANDARD

We believe there is a dramatic distinction between “satisfaction” and “success.” We measure progress against your metrics with a simple “yes” or “no” answer to the question “Are you successful?”, eliminating ambiguity around the business value you expect – and we deliver.

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